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Unified Workforce Optimization Suite
Reliably capture, analyze, report on, and extract valuable insights from your communications across multiple platforms and sites. All VPI application modules including call recording, quality assurance, coaching and performance management use one common Web-based user interface, administration, database, and rules engine. Choose the modules and features you need when you need them. > More Info
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Intelligent Multi-channel Recording
Centralize, unify and consolidate recording of your employee’s calls, screens, emails and Web chat across sites, networks and Voice Over IP and TDM communications platforms. Automatically tag data and events directly from employee desktop applications to recordings for classification and analysis centered on key business issues. > More Info > View Integrations
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Smart, Automated Quality Assurance
Automate the selection of most coachable recorded interactions and match evaluation criteria to their content, prioritized by the most pressing business objectives. Improve the effectiveness of your QA program by pre-scoring QA evaluation forms with interaction metrics. Automatically triggering workflows with alerts, reminders and coaching content personalized for each employee – in direct response to their QA scores. > More Info
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Real-time Contact Center Performance Reporting
Capture and consolidate data and metrics from your ACD, Dialer, QA, CRM, WFM, service ticketing or even your own in-house database and creating unified reports and personalized, real-time views into the data. Real-time and historical reports are available in the form of Web-based dashboards, desktop tickers, ad-hoc reports, and interactive scorecards and for viewing on PCs, TV monitors and smart phones. > More Info > View Integrations
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Analytics Embedded with Every Module
Keep track of your contact center pulse with extensive library of highly customizable Web Dashboard charts, interactive heat maps, scorecards, tickers, and drill-through reports for actionable real-time, historical and trended insights into efficiencies, compliance, bottlenecks, process flaws, and areas to advance resource proficiencies and training. > More Info
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Automated Workflow, Alerts and Coaching
Expedite contact center performance improvements with unmatched level of workflow automation in continuous monitoring of your operations and triggering alerts, notifications, and E-learning and Coaching assignments based on status and trends in key metrics against business goals. Rapidly correct performance gaps, rectify potential problems, capitalize on opportunities, and track learning progress and results with SCORM compliant E-learning content. > More Info
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Secure Web Access and Data Privacy
Protect your data via encryption and file watermarking. Streamline user security management with VPI’s Active Directory/LDAP connection and full trace audit reporting. Ensure compliance with PCI DSS, HIPAA and other data privacy protection requirements by blocking access to restricted information – automatically mask and mute the sections of call and screen recordings that contain sensitive data. > More Info
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Lowest TCO and Rapid ROI
Designed for reliability and adaptability, VPI EMPOWER is built on an open, service-oriented architecture and can run on a non-proprietary hardware that can be sourced, supplied and cost-effectively managed directly by VPI’s customers. VPI EMPOWER is simple to manage, integrate with and upgrade, offering the lowest total cost of ownership and fastest time to value. > More Info
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